Senior Product Support Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. Role We are looking for a Senior Product Support Engineer to join our team. This is a Remote role reporting to the Director, Product Support. As part of our global Customer Success Organization, you will be dedicated to delivering high-impact experiences and identifying innovative solutions for our customers. You will leverage data and research to provide expert, hands-on support, ensuring clients achieve their goals and utilize our technology to its fullest potential. What you’ll do (Role Expectations) • Provide second line consultation to independently debug complex security and network problems • Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems • Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams • Develop department training programs and mentor engineers on advanced troubleshooting and case management skills • Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle Who You Are (Success Profile) • You thrive in ambiguity. You're comfortable building the path as you walk it and thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as raw material to build something meaningful. • You own objectives. Your passion for the mission fuels your bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands-on execution. • You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. • You are a high-trust collaborator. You are ambitious for the team and embrace our challenge culture by giving and receiving ongoing feedback with clarity and respect. • You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. What We’re Looking for (Minimum Qualifications) • Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving • U.S. citizenship is required for this position due to the nature of the customers assigned to this role • 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP • Proven experience managing escalations with enterprise customers and stakeholders • Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN • Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues W